Customer Success Lead

Job description

ABOUT THE COMPANY Complete is built around a simple belief. Compensation should be one of the most thoughtful and well understood levers in a company. Not something hidden in spreadsheets or explained differently depending on who you ask. Everyone involved should be able to see it, trust it, and work with it. We help teams build compensation infrastructure that actually scales. Fair, consistent workflows powered by real market data and clear analytics. When comp is set up this way, it creates alignment across leadership, managers, recruiters, and employees, and it becomes a source of confidence rather than friction. Complete supports the full compensation journey, from interactive offers and job levels to comp cycles and total rewards statements. It is one connected system designed to help companies pay people well, communicate clearly, and attract and retain exceptional talent without the chaos. WHY COMPLETE? If you’ve ever been curious about how compensation decisions are made, whether people are paid fairly, or how executives think through these choices, you’d likely feel at home here. We’re building in a high autonomy environment where your work has real impact and your voice shows up in the product every day. You are trusted to own problems, move quickly, and help shape what we build. This is a place where opinions matter and good ideas turn into shipped work. We care deeply about working with thoughtful, driven people who want to do meaningful work alongside a strong team. We are rethinking compensation through AI powered workflows, and we take that work seriously while still having a lot of fun along the way. Complete is backed by Accel and YC. We're also lucky to count technology leaders and operators like Will Larson (CTO of Carta), Eric Sagar (COO of Plaid), and Mathilde Collin (CEO of Front) as our angels and advisors. WHO WE ARE? - 🎯We are deeply customer-driven builders. We spend real time with our customers, listen closely to what is working and what is not, and use that feedback to constantly improve the product. Product conversations are not abstract here. They are grounded in real use cases and real people. If you love to throw on a PM hat, welcome! - 💜We care a lot about building the right thing, not just building fast. That shows up in how we hire, how we run product reviews, and how every team member contributes ideas. Everyone has a voice, and everyone is accountable for making the product and the team better. - 🥇We are a small, focused team with high standards for craft and collaboration. Each person here is motivated by feedback, ownership, and the shared goal of building something truly excellent together. If you love coaching, learning as a team, and being at an organization that prioritizes your growth, this could be a good fit. - ⭐ Our customers include the likes of startups like Glean and Grindr to public companies like Roblox, and we’re adding amazing logos to this list every day... About the Role We’re looking for a creative, customer-focused Customer Success Manager who is passionate about building lasting relationships and driving customer value. As a vital part of our team, you’ll collaborate with customers to maximize their success using Complete’s compensation tools, ensuring they achieve their goals and see measurable outcomes. Responsibilities - Build and maintain strong relationships with midmarket customers (<1,000 employees), serving as their trusted advisor for all things compensation. - Actively onboard new customers, ensuring they have a seamless experience setting up and using Complete. - Drive customer engagement through regular check-ins, product trainings, and best practices tailored to their needs. - Collaborate with customers to develop strategies that improve employee retention and optimize compensation practices. - Serve as the voice of the customer by providing feedback to product and engineering teams to refine and expand our offerings. - Create and contribute to educational resources, such as webinars, guides, and case studies, to empower customers and build community. - Identify upsell and expansion opportunities by understanding customer pain points and aligning them with Complete’s solutions. - Partner with sales and marketing to share insights and support campaigns, especially through LinkedIn and community initiatives. Qualifications - Passionate about helping customers succeed and thrive in fast-paced, dynamic environments. - Proven track record in a customer-facing role, such as Customer Success, Account Management, or a similar position. - 3+ years of experience in the tech industry, preferably at a startup. - Exceptional communication and organizational skills, with a proactive, problem-solving mindset. - Strong ability to manage competing priorities while staying metrics-driven and goal-focused. - Adept at navigating ambiguity and building scalable processes that ensure customer satisfaction. - 💪 Bonus: Experience helping customers adopt new tools or processes. - 💪 Bonus: Entrepreneurial mindset and willingness to take ownership to help the team succeed. - 💪 Bonus: Feedback from previous colleagues such as, "They went above and beyond to make sure our needs were met." About the Interview Process Our process is designed to be efficient and mutually insightful: 1. [15 min] Intro call with CEO, Rani Mavram. 2. [30 min] Take-home assignment. 3. [60 min] Onsite interview (product, values, and role-specific discussions). For remote candidates, we may include an additional culture/fit call on an as-needed basis. Technology Stack While this is not a technical role, you’ll work closely with our engineering and product teams to ensure customer needs are met. Familiarity with tools like Excel, Linear, Notion, and Slack for communication and project management is a plus. Join us at Complete and help us make compensation transparency a reality for companies and their employees!